• Manage your overstaffing just like you would manage your understaffing.

  October 29 –

  The ultimate goal of workforce management is to achieve an optimal agent occupancy. When agent occupancy is too high we have agent burnout which results in longer handle times, increased absenteeism etc. When agent occupancy is too low we have agent boredom which is just as bad.

  In my call center, we have several …

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